Ameyo Increases Call Center Productivity Through the Integrated Reportika Tool
GURGAON, India, September 10, 2012 /PRNewswire/ --
Ameyo Launches Reportika for Improving Performance Efficiency
The core of Reportika is the computer telephony technology that enables the customer's data record to be retrieved from a database and viewed on a pop-up screen on an agent's computer in tandem with the call traffic.
Primarily as a contact center productivity enhancer it presents micro and macro details on multiple campaigns and individual agents across a specific interval of time. Mapping agent productivity and ensuring efficient use of resources Reportika takes a data warehousing approach for logging and maintenance of data.
Speaking about the feature Sachin Bhatia, VP Drishti-Soft said, "Companies mostly spend two-thirds of their time or more in things that have to get done instead on what's next to be done. Contact centers similarly spend most of their time tracking, monitoring and meeting with the set SLA's failing to move on the improvement approach. Keeping this in mind we wanted an intelligent integration to AMEYO which could present data and generate reports for specific campaigns, individuals and processes. Reportika does all of this with ease thus increasing contact center productivity and maximizing effort from individual agents."
The primary high-level reports run on this tool are Automation Call distribution (ACD) and Agent Productivity report. It uses Data Warehousing techniques to regurgitate data in a specific interval historically. Interval all selected agents who were logged in and other details. Low-level reports can also be fetched like call interval report, Aux and ready timings. Armed with an interactive UI it can switch between graphs for multiple tasking of campaigns and can add. It takes info from Ameyo and updates itself allowing you to add filters and assign roles on the tool.
Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage business processes, interactions, workforce and service levels on emerging unified communications (IP telephony, unified messaging, conferencing, presence management, and application collaboration), SOA (Service Oriented Architecture), and SaaS (Software-as-a-service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.
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SOURCE Drishti - Soft Solutions Pvt Ltd